Senior Customer Experience Specialist

NextEra Energy • West Palm Beach, FL

9d

About The Position

The Senior Customer Experience Specialist leads strategic initiatives to design and optimize end-to-end customer and employee experience processes. This role partners closely with key stakeholders to identify friction points, implement process enhancements, and ensure efficient, consistent experiences across all channels. Leveraging data and journey insights, the specialist drives improvements that strengthen satisfaction, retention, and operational performance.Job OverviewEmployees in this role lead the development, implementation, and ongoing management of customer experience strategies to increase and improve service levels, customer retention, efficiencies, and profitability across all business lines. Individuals will act as voice of the customer in all programs and company efforts and owns the overall customer experience. This position works cross functionally and has both a strategic and hands on elements which includes direct customer interactions as well as leading cross functional teams. Employee's success will be measured by improvements in customer value, satisfaction, loyalty (repeat business), and retention.

Requirements

• Bachelor's or Equivalent Experience
• Experience: 4+ years

Nice To Haves

• None

Responsibilities

• Leads cross functional team to develop and implement comprehensive customer experience model
• Implements means to cost effectively measure customer satisfaction across all business lines
• Designs and supports user experiences, system enhancements and process changes as well as develops requirements, performs system testing and ensures business goals are met
• Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changes Leads customer retention initiatives across all business lines
• Coordinates across sales, marketing, operations and customer service to manage all customer interactions
• Develops customer life cycle touch point maps to drive customer processes
• Develops and implement ongoing plan to capture voice of customer and use findings to drive improvements
• Interacts with customers to improve customer satisfaction and retention
• Performs other job-related duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees